Libraries FAQs

If you experience issues accessing our online resources, the first step is to try using a different web browser or clearing your cookies and cache. This can often resolve the problem and if not, will at least rule it out as a cause and allow the Online Resources team to focus on other potential solutions.  

Quick Help

To clear all of your cookies and cache in Chrome while using a computer:  

1. Click the three dots located in the top right corner of the browser to open the settings menu. You can also use a keyboard shortcut: Ctrl + Shift + Delete to directly open the 'Delete web data' menu and skip to step 3

2. Click 'Delete browsing data...'

3. Click the 'Advanced' tab

4. Choose the time range for which you would like to delete your cookies and cache. You can choose 'All time' to delete all browsing data.

5. Select ‘Cookies and other site data’ and ‘Cached images and files.’ You can unselect all other options.

6. Click ‘Delete data.’ 

7. If on a Windows computer, close and re-open Chrome to save your changes. If on an Apple computer, go to the Chrome menu on the top menu bar and select Quit for the changes to take effect.

To clear all of your cookies and cache in Chrome while using a mobile phone:  

1. Tap the three dots located in the top right corner of the browser to open the settings menu.

2. Tap 'Delete browsing data...'

3. Choose the time range for which you would like to delete your cookies and cache. You can choose 'All time' to delete all browsing data.

4. Tap 'More options'.

5. ‘Cookies and other site data’ and ‘Cached images and files’. You can de-select all other options.

6. Tap ‘Delete data.’ 

To clear all of your cookies and cache in Firefox while using a computer: 

1. Click the three lines located in the top right corner of the browser to open the settings menu. You can also use a keyboard shortcut: Ctrl + Shift + Delete to directly open the 'Delete web data' menu, and skip to step 4.

2. Click 'History'.

3. Click 'Clear recent history'.

4. Select ‘Cookies and Site Data’ and ‘Temporary cached files and pages’. You can de-select all other options.

5. Click ‘Clear.’ 

Advanced Help

To only clear cookies for an individual site in Chrome while using a computer:  

1. Click the three dots located in the top right corner of the browser to open.
2. Click the 'Settings' option that appears at the bottom of this menu.
3. Click 'Privacy and Security'.
4. In the 'Privacy and Security' menu options, click 'Third-party cookies'.
5. Click 'See all site data and permissions'.
6. Find the site for which you want to delete cookies on the list that appears and click the 'delete' icon to the right of the screen. Note that you can use the search function on this page to help you find the site.

Note: this feature is not available for the Firefox mobile app.

To only clear cookies for an individual site in Firefox while using a computer:  

1. Click the three lines located in the top right corner of the browser to open the settings menu
2. Click the 'Settings' option that appears at the bottom of this menu.
3. Click 'Privacy and Security'.
4. Find the 'Cookies and Site Data' section and click 'Manage Data...'
5. Find the site for which you want to delete cookies on the list that appears and click the 'Remove Selected' button. Note that you can use the search function on this page to help you find the site
6. Click 'Save Changes'.

Note: this feature is not available for the Firefox mobile app.

Other possible reasons include a block on your library account or an issue with the resource that you are trying to access. Sometimes this can happen when access to a specific resource unexpectedly changes.  

For further assistance. contact us at LibAssist@drexel.libanswers.com.